International Journal of Research Studies in Management
Tourism Educators and Movers of the Philippines Special Issue
2022 Volume 10 Issue 3
Available Online: 30 June 2022
Author/s:
Mo, Yankai
Lyceum of the Philippines University Batangas, Philippines (1044130485@qq.com)
Borbon, Noelah Mae D.*
Lyceum of the Philippines University Batangas, Philippines (nmdborbon@lpubatangas.edu.ph)
Abstract:
With the rapid development of tourism, the competition among China’s hotel industry is becoming increasingly fierce. Service quality has become a key factor in the competition of hotels. However, the hotel is facing the problems of staff shortage and high turnover rate, which has greatly affected the service quality. Taking high star hotel employees as the research object, this study explores the relationship between Total Quality Management, Job Satisfaction and Organizational Commitment, and puts forward some suggestions for the sustainable development of high star hotels. Based on the review of relevant concepts and theories, this study issued questionnaires and analyzed the collected data by statistical quantitative analysis method. The respondents are 385 employees of high star hotels in China, including front-line employees, as well as grassroots, middle and senior managers. The results show that there is a strong correlation between TQM practice, job satisfaction and organizational commitment. The hotel should ensure that all employees participate in total quality management. It is necessary for managers to establish a relationship of mutual trust with employees. They should meet the needs of employees in compensation, benefits, training, promotion and career planning, improve their satisfaction and organizational commitment, so as to ensure the service quality of the hotel and realize the sustainable development of the hotel.
Keywords: Total Quality Management, job satisfaction, organizational commitment, customer focus, affective
DOI: https://doi.org/10.5861/ijrsm.2022.31
Cite this article:
Mo, Y., & Borbon, N. M. D. (2022). Interrelationship of Total Quality Management (TQM), job satisfaction and organizational commitment among hotel employees in Zhejiang and Hainan provinces in China towards a sustainable development framework. International Journal of Research Studies in Management, 10(3), 1-16. https://doi.org/10.5861/ijrsm.2022.31
*Corresponding Author